Hi everyone,
On 21 April, we accommodated a guest. Prior to his arrival, we have cleaned the unit thoroughly as we do in our ordinary course of business.
On the day of his checkout or on 22 April, the guest requested for a one hour overstay which is beyond 12:00pm or at 1:00pm.
While we do want to accommodate his request, we are virtually impossible to grant it because a guest will be arriving on the same day at exactly 2:00pm. Thus, we informed him that we cannot grant his request due to an incoming guest.
Thereafter, we have received his retaliatory review which gave us 3 stars across the board. The contents of his three star review clearly pertains to our predicament that we cannot allow him to overstay because we need to clean the unit for an incoming guest.
As can be seen, he made a comment of Unexpected Rules, Inconsiderate, and Not Much to Do which is in retaliation of our failure to grant his overstay due to an incoming guest.
His public comment of “small importante request that was not granted” also affects the good will of our business especially if the review is not commensurate with our outstanding cleanliness and good hospitality.
anyone knows how can we deal with this matter? We have contacted Support Team and they told us that they cannot help us.
